Head of Global Customer Experience

vor 3 Wochen

Bremen, Deutschland Höegh Autoliners Regional Operating Headquarter Vollzeit

**Job description**

Höegh Autoliners is a people-driven company with the belief that businesses should not only be forming lasting services but also lasting careers. We want to work with people who are incredibly team-oriented, jump head-first into a challenge, and always maintain a high-bar for excellence.

If that sounds like the type of team you want to join, we can’t wait to meet you

**A Little About Us**

Höegh Autoliners is a global player in Ro/Ro deep sea transportation services and operates the greenest fleet in this segment. The company owns and operates approx. 40 Pure Car and Truck Carriers (PCTCs) in global trade systems, making around 3 000 port calls yearly. Managed from a worldwide network of around 16 offices, our main customers are major manufacturers of new cars, heavy machinery and other rolling stock. We are working towards a goal of zero emissions by 2040 and have an exciting roadmap to achieve this.

The **Head of Global Customer Experience **is a new position that will be a pivotal in driving our customer experience and digital sales transformation within our organisation for our current and new customers. You’ll build on and execute our customer experience including digital services to help better serve our customers by making it easier to do business with us.

We are looking for an experienced hands-on leader, ready to build new teams, develop new methods and comfortable leading transformation and change-management activities. You want to work in a truly global organisation and are curious about how customers prefer to engage with their supply chain partners. You like working with diverse people with different interests and backgrounds to collaboratively both find digital opportunities and support the change journey. You are persuasive, articulate and passionate about helping others to be successful, forging commercial long-term partnerships that create win-win solutions.

**What you'll be doing in the role**
- Combine expertise in sales, marketing, technology, and leadership to deliver a superior experience for our customers leading a global team of passionate and dedicated people
- Further build and develop the global customer experience team to provide a seamless and positive experience in all interactions along the customer experience journey
- Optimise and lead change to improve our support processes, workflows and leverage metrics, data, and automation to improve our customer’s experience
- Capitalise and build on the digitalisation projects we have kicked off including supporting the organisation through the change journey
- Provide thought leadership, innovation, and process optimisation initiatives based on evaluating the customer and business impact
- Work closely with key business stakeholders and operational experts globally

**What will you bring to the role**
- Experience in managing the end-to-end strategy, execution and vision for Customer Experience
- Leadership experience in building global teams and leading them to achieve strategic goals
- Experience in innovating new processes, leading transformation and change management initiatives
- The ability to take a data-driven approach, leverage data to drive decision making
- Proven ability to build strong relationship across different stakeholder groups including business and technical teams
- Commerical background, ideally in a shipping or logistics environment
- Demonstrated strong business judgment and decision-making skills with the ability to identify, prioritise, and articulate highest impact initiatives
- Ideally experience in using Salesforce or similar SaaS CRM tool

Expected Start Date: 13/02/2023

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